Member Engagement Advisor I

Apple Federal Credit Union, Fairfax, VA
Under general supervision, but following established policies and procedures, serves as a sales and service ambassador to Credit Union members and non-members through outbound call efforts, including phone calls and emails pertaining to consumer loan applications.

Act as a “trusted advisor” by offering Apple products and services that meet members’ financial needs. Achieves and strives to exceed sales targets. Completes all necessary paperwork to set up new loans, products, and services including processing loan applications. Makes recommendations for loan decisions. Answers questions concerning services provided by the credit union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. Ensures that members receive prompt and courteous service through a pleasurable and convenient application process.

Employment Status: Full-time 

Responsibilities:  
Initiates on-going outbound telephone solicitations to members. Acts as a trusted advisor and utilizes Integrity Selling principles in all interactions with members and potential
members. Establishes and develops member relationships through outbound communications and maintains the members’ best interests. Qualifies member for appropriate products and services. Seeks to close sales of products and services that are beneficial to both the member and the Credit Union in accordance with sales expectations and goals. Achieves daily, weekly, monthly, and other call and sales goals. 

Proactively identifies call list criteria and opportunities, such as Auto Loan Refinance (ALR) lists, new member applications, dormant or locked out accounts, PSO lists, funded not disbursed loans etc., for sales opportunities. Processes and funds loans and conducts lending credit investigations.  

  • Tracks all call prospects in CRM to identify leads, patterns and sales cycles, consumer behavior, and sales generated and closed.  
  • Prepares analytical reports in MS Excel for management summarizing leads, applications, and closing ratios generated through the call activities. Effectively communicates results and ideas for generating leads and results with supervisor.  
  • Processes member loans by phone: Interviews and qualifies loan applicants, reviews credit bureau reports, prepares all loan documentation, and inputs information into computer. Explains all documentation and procedures accurately to our members. Follows-up with members as appropriate. Assists members with opening and closing accounts, as well as notifying members of denied requests.   
  • Meets sales, member service, and productivity targets by effectively assessing member needs, offering first call resolution of issues, overcoming objections, and actively promoting and selling products to targeted members.  
  • Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Inspire Promoters, Challenge Yourself and Own It.  
  • Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act including completing CTR reports when applicable, reporting suspicious activity via SAR when applicable and completing annual training.   
  • Perform other sales, service, and lending support-related duties as assigned by the Assistant Manager of Member Engagement.  

    Qualifications-all required unless otherwise noted
  • HS diploma or equivalent required. AA or BA/BS preferred.   

  • Minimum three to five years in a financial institution customer service or sales capacity required.     
  • Previous sales experience strongly preferred.    
  • Must be comfortable with cold calling members as a primary responsibility.   
  • Must have experience reading and interpreting consumer credit reports and have proven analytical ability to determine member financial condition.    
  • Must show strong initiative and be able to communicate effectively in person, over the phone, and in writing, have excellent interpersonal skills, and strong attention to detail.    
  • Must be able to work full time hours, including some evenings.    
  • PC proficient including MS Windows, MS Office Suite (Word, Excel), and industry-appropriate software (Symitar, Akcelerent).    
  • Ability to function in a financial institution branch environment and use standard office equipment, including, but not limited to: PC, fax, copier, telephone, postage machine, etc. Must be able to lift 25lbs. or more.    
  • Some travel may be required.    

Hours: TBD